Item received not as shown on Ebay

Jo_Mc_2

I'm just waiting to hear back from a seller so don't know which way this will go but wondered if anyone has any advice so I'm fore armed

I bought a sweater for my son, to wear for an activity he attends. It had to be crew necked and plain navy blue. I bought one from Ebay on Monday and it arrived yesterday. What I ordered was sized age 13-14 which fitted the description of what we needed, as shown in a picture on the listing. What arrived was a size L (and it really is large!!) heavy chunky knit sweater with a roll neck and pouch pocket on the front.Obviously I realise anyone can make a mistake and it's from an Ebay shop with a large turnover.

Although it says on the listing that returns are accepted for packing errors and they'll refund the price of the item and return postage, it says that they don't refund the original shipping cost.

This seems really wrong. They've made the error and sent me something I can't use - either by picking the wrong item in packing or by making a hash of the listing - but it reads that I'll have to stand the cost of them posting it out to me. If this is the case, is there anyway I can claim back the shipping cost?

Thanks in advance...

pinkshoes

A good seller would refund initial costs and return postage, but as per the ebay rules, it is your responsibility to pay for tracked return delivery.

If they don't refund all your costs, then make sure you leave them some negative feedback reflecting this. DO NOT blackmail them with feedback though, or even mention it to them, as they'll be able to use that to have any feedback removed.

Mandy44

Not much you can do as it's in ebays rules, I used to send the odd bit of old stock 'in error' too as sometimes people don't bother returning just cos it's a different colour etc because of the added cost. Could always try the old negative feedback threat I guess as it does work

cyberbob

Jo_Mc wrote: »

Although it says on the listing that returns are accepted for packing errors and they'll refund the price of the item and return postage, it says that they don't refund the original shipping cost.

Little confused by this. The seller should refund your original payment (costs of goods and original postage) You will have to pay for the item to be returned. If it went to a pyapal NAD s duispute this is what would happen. Any good seller if it was there mistake would refund the return cost as well.

stabilo85

Surely you are covered by the DSRs here? The seller should refund your original postage, as well as the return cost.

soolin

stabilo85 wrote: »

Surely you are covered by the DSRs here? The seller should refund your original postage, as well as the return cost.

Regardless of legislation paypal can only refund the original payment made, for return postage the buyer would need to go via small claims.

stabilo85

soolin wrote: »

Regardless of legislation paypal can only refund the original payment made, for return postage the buyer would need to go via small claims.

Oh, I wasn't aware of this. It doesn't seem very fair. I'm a newbie by the way so please excuse anything obvious that I don't know.

soolin

stabilo85 wrote: »

Oh, I wasn't aware of this. It doesn't seem very fair. I'm a newbie by the way so please excuse anything obvious that I don't know.

That's absolutely fine. It is the same though as if you paid by say a Visa card, they could only give you back the original amount, they can't charge the seller more for you to send it back.

Please ask whatever questions and add to any threads you like here, we tend to have been around for too long sometimes and a fresh eye at the daftness of things never hurts as we are probably all a bit jaded.

Jo_Mc_2

Thanks for the advice. I'm not really an Ebay newbie - as a buyer and seller I've made over 100 transactions on there but this is the first time in 6+ years that I've had a problem with something so I'm a bit unsure of what to do.

One more question. I initially emailed the seller on Thursday regarding this as their contact details were within the T&Cs on the listing should there be a problem, also included was an address to send returns back to and all of the information they need included to process them. I wanted to let them know that I'd be returning the sweater and I suppose, get their okay about it. On Friday I noticed that Ebay has a returns button so I clicked on that and followed their procedure - I've not yet heard back from the seller, no reply to my email and no reply from them through Ebay.

Am I right thinking that now I've started going through Ebay's return procedure I should wait for the seller to respond to that and authorise the item being sent back, rather than just following their own returns procedure as set out in the listing?

I'm quite surprised not to have had a response actually as they have 99.5% positive feedback and over 4000 transactions in the last 12 months.

Jo_Mc_2

Just a quick update, the seller has been in contact by email today and says that the photo is dark on the listing so the sweater can't be seen clearly hence why I think the one I've received it different to the one they've listed. Also that the label states the size as being LB (large boy), and that if I'm still not happy with it I can return it and they'll be in touch once they've received it.

I can see the picture clearly enough and can also see that the size label says L - it's so obviously not the same item!!

I'm now a bit concerned that when they receive it they'll try and say it's not the sweater they sent out and just issue a partial refund.

These are their terms of sale btw:

Returns Policy All refunds will be completed in 7 days once the proceedures are fulfilled. Full refund of cost of product only guaranteed providing following criteria fulfilled: 1- The item is returned (to address below) with covering letter*. We do not refund shipping cost for delivery or returns. 2- The item must be returned, within 7 days, unused and in their original condition and packaging with covering letter*. Otherwise a credit note (with a time limit) or partial refund will be awarded. Shipping costs are not refunded for delivery or returns. Packing Error, administration error or if the item is faulty you are entitled to a full refund. This includes the cost to you to return the item but not the original shipping/P&P cost. Covering letter required*. Incorrectly ordered or unwanted goods must be returned within 7 days to be eligible for a partial refund. Covering letter required*.All incorrectly ordered goods or unwanted products will occur a £1 admin charge for each individual item. * covering letters require following information, customers name & address, email address, order number, reason for return. **Manager's decision on returned items is final. These policies do not affect your consumer rights in the UK. Returns are to be posted to

parent_of_too_many

after reading their terms & conditions i wonder if you would be better going through paypal as item not described, i think then you will get your original postage back & wont get charged a £1 admin charge. im sure you would have to send it tracked at your own cost so maybe you could work out which way would be the best for you.